Supply and service agreements
Manage the service from its SLA and delivery evidence.
An SLA is useful only when definitions, evidence, exceptions, response windows, credits and persistent failure are applied consistently throughout the service.
Operating contextThe service agreement, measurement rules and renewal decision
Illustrative engagement
A multi-year logistics service across several sites
A customer appoints a logistics provider under measured delivery, incident, claims, change and exit obligations.
- Transition
- Site readiness, data handover, access and service commencement
- Service
- Agreed measures, sources, response windows and exclusions
- Commercial
- Invoices, service credits, change pricing and failure rights
- Exit
- Renewal decision, remediation, data return and transition assistance
Product proof
Nebula workspace
Engagement
A multi-year logistics service across several sites
The service agreement, measurement rules and renewal decision2 service windows need action.
ReviewWhere it stands
Quarterly service is active
11 of 12 commitments on trackWhat needs you
2 windows
Response and service credit reviewWho is involved
Engagement performance
Current delivery positionDelivery items
Service levels and supporting evidencePriority response window
VerifiedMonthly uptime report
ActiveService credit assessment
Needs actionThe engagement lifecycle
How the engagement moves through delivery.
01
Form
Agree how performance will be measured
Definitions, measurement sources, exclusions, credit rules, failure thresholds and reporting dates are proposed from the agreement. The parties review the measures that apply to their roles, with accepted decisions and unresolved positions kept attributable.
What stays connected
Measure, source, calculation basis, exclusion, threshold and consequence.
02
Transition
Expose readiness on both sides
Data handover, site access, configuration, training and readiness tasks are sequenced. The record identifies whether customer or provider action is preventing service commencement.
What stays connected
Transition task, owner, prerequisite, evidence and blocked milestone.
03
Operate
Work incidents inside the agreement
Incidents, questions and delivery evidence stay linked to response and resolution obligations. Provider updates remain self-reported until acknowledged or otherwise verified.
What stays connected
Incident, response clock, evidence, acknowledgement and service effect.
04
Assess
Decide credits from shared evidence
At each review, the parties assess recorded events against the accepted measurement basis. An agreed service credit or payment consequence stays linked to its evidence and invoice period.
What stays connected
Measured event, exception, assessment, credit decision and invoice effect.
05
Change
Revise scope, price and service together
A new site creates a change request covering implementation, dependencies, price and service measures. Only the accepted change revises the current operating position.
What stays connected
Change request, affected service, price, implementation plan and acceptance.
06
Renew
Use delivery history at the decision point
Performance, remediation, open claims, exit assistance and final invoices remain visible before renewal or transition. Eligible bilateral events contribute to each organisation's history.
What stays connected
Performance history, remediation, renewal decision, exit tasks and final money.
One connected engagement
What Nebula keeps connected.
Connected record 01
Service
Measures, incidents, response dates, evidence and accepted exceptions.
Connected record 02
Commercial
Claims, invoices, credits, budget and accepted change.
Connected record 03
Collaboration
Shared questions, answers, files, notices and remediation history.
Connected record 04
Renewal
Verified performance evidence supports renewal alongside supplier reporting.
Delivery trust
Make good service portable
Confirmed performance and remediation history improves future sourcing. It gives strong service the same evidentiary weight as confirmed underperformance.
See how record verification worksStart with the documents that define the work.
Build the delivery plan and manage the work, or talk to us about a portfolio.